Dear Reader, think of this review as a Public Service Announcement. Run, don't walk from this hotel and its owner. I was so disgusted that I just asked my stock broker to pull any investments that were tied to this chain. That is when I found out that Best Western is not publically owned. It is a loosely defined "franchise" and the sweet Customer Service employees in Phoenix have zero power to enforce even the minimum standards of practice. Do your own research, and then look at my other reviews on TA and you can decide for yourself whether it is worth the risk of staying here.
I wanted to treat my husband to a full weekend at the Renaissance Festival in Apache Junction. This is an out-of-the-way location and the few available rooms fill up fast. It was in mid-January that I chose the weekend of March 2 - 5, based on the reservation I booked through the Best Western website. I secured the appropriate rate-type for the room, booked it with my credit card and printed out my reservation. In the days that followed, I bought Pleasure Feast tickets, and hubby and I were approved for the time off from our busy jobs.
Trouble began a month later, when I received a late-evening call from someone named Pat. In a thick accent, she rudely announced that there was a "computer glitch" and she was not going to honor my reservation! I protested that I had planned this trip around the room availability, so she relents and says she will put us in a smaller room. I didn't have my printout to refer to, so I sleepily agreed out of panic that if I said no, we would be shut out of a room altogether.
Just before we left on the 3 hour drive to this hotel, I called BW Customer Care and told them about the strange phone call from Pat, and how she had refused to honor my reservation. I had realized she had put us in a smaller room and also raised the rate! I was only inquiring and I did not file a complaint. They assured me that the original reservation should have been honored, and offered to call Pat on my behalf. I declined, and said I would discuss it with Pat when I arrived.
Pat was not available, so we checked in to our smaller room at the raised rate. When we were settled in our room and ready for sleep, the phone rang. It was Pat and I had to report to the front desk immediately! I got downstairs and she started YELLING AT ME that I had "broken the trust!!!" and "I've seen people like you before" and "I don't want any complaints!" and YOU HAVE TO VACATE THE PREMISES NOW. I explained that I had not filed a complaint, that I had a legitimate reservation and I just wanted to go to sleep. She finally calmed down and said we could stay the three nights as long as I didn't file a complaint. Well, she had me there. No other rooms were available so I agreed. Wow, I felt violated and it was hard to sleep that night.
The next morning, as we were ready to leave for the festival, an envelope was pushed under our door. We opened it and it said we were to leave immediately and the rest of our stay was cancelled. I called BW Customer Care and that's when they tell me that they CANNOT ENFORCE, ONLY RECOMMEND!!! We rushed to pack up the room, and I called my credit card company to tell them any amount over the one-night charge would be fraud. Pat smugly said she was sorry for the inconvenience when I checked out. I told her she was anything but.
Happy ending was when we got the last room at Gold Canyon Golf Resort. What a difference!
So, forewarned is forearmed. I'll finish with a report of the room at the Best Western: Hard bed, skimpy ammenities (one-half teaspoon of shampoo, and not even a box of tissue). The GFI circuit for the coffee maker kept tripping so had to move it to the microwave outlet. Hairdryer would not work, either. Old TV. Overall this property is mutton passed off as lamb. Pat was just a bonus, I guess.
I have never been treated so unethically. If you must stay here, avoid the petty rogue tyrant at all cost.
Your best bet is to choose a completely different hotel.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.